Office Support

Housing Head of Customer Service

London

£43.00 LTD  

Per hour

Contract

 
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Brooke Stebbings-Kirby

Senior Consultant | Office Support

 
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This role is pivotal in ensuring the delivery of exceptional customer service to our residents, enhancing customer satisfaction, and driving continuous improvement within the customer service function. The ideal candidate will possess strong leadership skills, a deep understanding of the housing sector, and a passion for delivering high-quality service.

Head of Customer Service

12 months initial contract

£43.00phr umbrella rate

Monday & Friday work from home

Office based in West London

As the Head of Customer Service, you will oversee and support the entire Customer Service team, ensuring they respond to and resolve residents’ inquiries efficiently and effectively. You will take ownership of service quality from initial inquiry to final resolution, continuously identifying opportunities to reduce demand and enhance service excellence across the Service Centre teams.

With substantial experience in a senior customer service management role and a background in contact centres, you possess the ability to manage hybrid teams and team leaders in a multi-channel environment. You are well-versed in using a wide range of contact centre technologies and systems.

Exceptional communication skills and the ability to engage with residents with sensitivity and empathy are essential. Your leadership and coaching style should be motivating and inspiring, encouraging your team to be proactive and solutions-oriented.

We are seeking someone who can bring a fresh perspective and lead initiatives to improve our service goals.

Key Responsibilities:

  1. Leadership and Management:
    • Lead, mentor, and develop the customer service team, fostering a culture of excellence, accountability, and continuous improvement.
    • Set clear performance objectives and provide regular feedback and support to team members.
    • Ensure the team is equipped with the necessary skills and knowledge to deliver outstanding customer service.
  2. Customer Service Strategy:
    • Develop and implement a comprehensive customer service strategy aligned with the organization's goals and values.
    • Identify opportunities to enhance the customer experience and implement best practices to achieve high levels of customer satisfaction.
    • Monitor and analyse customer service metrics to identify trends, areas for improvement, and develop action plans accordingly.
  3. Resident Engagement:
    • Act as a key point of contact for escalated customer inquiries and complaints, ensuring timely and satisfactory resolution.
    • Build strong relationships with residents, understanding their needs and addressing their concerns effectively.
    • Conduct regular resident surveys and feedback sessions to gauge customer satisfaction and identify improvement areas.
  4. Process Improvement:
    • Review and streamline customer service processes to increase efficiency and effectiveness.
    • Implement technology solutions and tools to enhance service delivery and improve communication with residents.
    • Ensure all customer service activities comply with relevant regulations and organizational policies.
  5. Collaboration and Communication:
    • Work closely with other departments, such as housing management, maintenance, and finance, to ensure a coordinated approach to customer service.
    • Communicate regularly with senior management, providing updates on customer service performance and key initiatives.
    • Represent the customer service team in internal and external meetings, promoting the interests and needs of residents.
  6. Training and Development:
    • Identify training needs and develop training programs to enhance the skills and knowledge of the customer service team.
    • Keep abreast of industry trends and developments, ensuring the team remains current with best practices and regulatory changes.


Senior Consultant | Office Support

Brooke Stebbings-Kirby

Brooke tackles every task with gusto, she’s not afraid to get on the phone to source the very best talent she can, and the very best talent is more than happy to work with her because they know she is trustworthy, kind, and committed.
Your ambition is our ambition.
Your ambition is our ambition.
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